Customer payment held since May 2022 in closed Merchant Service Account

We have a client new to our firm Fall 2022.  In May 2022 he set up QBO. A client paid him $1650 on 5/14/22. He did not yet have his bank account tied to his Merchant Services Account. Client did not receive any information.  The MS account was closed on 6/9/22. I have called QB Support SEVEN times trying to assist our client.  I've been told on several occasions that his case has been escalated.  Every time I call to check, I have to start over with someone and spend 2-3 HOURS on the phone only to end up with the same result.  I've asked that either the money be returned to the client's customer so she can re-pay him or the funds be moved over to his active MS account.  I've been told on each occasion that the client would receive an email which has never happened. There is nothing in his Resolution Center in QBO. Intuit has essentially STOLEN this money from our client and his customer. Please help!!